Job Description

Lead - Customer Engagement Center, AP Services HQ

General Information

Req #

WD00043670

Career area:

Services

Country/Region:

India

State:

Karnataka

City:

BANGALORE

Date:

Monday, October 31, 2022

Working time:

Full-time

Additional Locations:

• BANGALORE - Karnataka - India

Why Work at Lenovo

Here at Lenovo, we believe in smarter technology that builds a brighter, more sustainable and inclusive future for our customers, colleagues, communities, and the planet.

And we go big. No, not big-huge.

We're not just a US$70 billion revenue Fortune Global 500 company, we're one of Fortune's Most Admired. We're transforming the world through intelligent transformation, offering the world's most complete portfolio of smart devices, infrastructure, and solutions. With more than 71,500 employees doing business in 180 markets, we help millions-not just the select few-experience our version of a smarter future.

The one thing that's missing? Well... you...

Description and Requirements

Job Position Description:

AP CEC Lead will be responsible for providing Leadership, Strategic & Operational direction, and management of AP CEC delivery performance. This role will impact business both internally and externally with overall goals of increasing efficiency and effectiveness of the department thereby to drive Operational efficiency and APOS Revenue growth while providing the optimal Customer Experience

This person will act as focal point for Geo CEC & connect with Regional Service Delivery Team, AP HQ Towers, WW CEC Team and will be responsible for managing, analyzing, and growing a defined tower service framework, creating personalized service experiences, and cultivating relationships with cross-functional teams

Lead the innovation and evolution of our CEC Transformational strategy, working closely with stakeholders and senior leadership to implement programs that align to our organizational goals

In addition to the above strategic role, responsible for the overall success of the Customer Engagement department including multiple product lines of hardware and software technical support. Defining and maintaining the support team's metrics and KPI's framework. Also responsible for establishing all policies, systems and team structures necessary to maintain the highest level of customer satisfaction with cost efficiency

Roles & Responsibilities:

• Develop mature mechanism to deeply understand customer needs, gaps, and opportunities
• Maintain active communication internally and externally
• Maintain cross-functional engagement mechanisms for Geo planning and execution
• Design Tower performance measurement and monitoring mechanisms for the business plan, including metrics capture, reporting, and analytics for identifying opportunities, and challenges
• Develop data driven proposals for new initiatives and programs
• Work and synergy with all departments manage appropriate internal and external resources to maintain and improve customer SLA and CX metrics
• Incubate new strategic initiatives as assigned, coordinate resources for key transition and scale incubation initiatives

• Develop a proactive approach to establish a best-in-class support experience to improve customer engagement and CX satisfaction result
• Define and execute an overall CEC customer care strategy and drive the ongoing development of customer support functions
• Develop and execute global CEC strategy, lead initiatives to scale the region CEC organization and execute operations excellence to meet business goals on Cost and CX
• Define KPI framework to monitor success and progress of strategic initiatives and programs
• Explore and advice on new industry technologies to improve CEC productivity and customer engagement (i.e., training solutions, customer self-service, customer engagement tools, etc.)

• Generate Monthly Business Reviews with each stakeholder
• Responsible for staff development, leadership coaching and associate engagement

Position Requirements:

Customer Engagement, Service Delivery, Project Management, Partner Experience & Relationships and APOS Upsell Experience

• Knowledge of management principles, specifically in planning, resource allocation, and coordination of people and resources
• Strong customer service, interpersonal, and active listening skills
• Strong Upsell Experience
• Operative active learning skills to understand the implications of new technology and information for both current and future problem-solving and decision-making
• Cross Tower Engagement, Project management, time management, and coordination skills to plan, organize, staff, and assist in the overall direction of the department
• Fluent in English
• Capability to adapt to different cultures to partner effectively with all Regions
• COPC Certified or equivalent CEC Industry Certification
• Prior approx. 10 year experiences in a technical environment working with telecom, data networking, data storage and technology solutions is a strong plus
• Confident Self Starter having very strong Power Point skills, working knowledge of Excel and very good presentation skills to all levels of Stake Holders

• BANGALORE - Karnataka - India